Pebble McGuire
Summary
Reliable Front Office Supervisor known for interacting with customers and responding appropriately to questions. Considered talented employee ready to tackle any responsibility with pleasant demeanor and attitude. Offering outstanding verbal communication, writing and time management skills.
Overview
18
18
years of professional experience
Work History
Front Office Manager
Lyons HR
11.2015 - Current
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Implemented staff training programs, improving employee performance and team cohesion.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Assisted sales department in upselling hotel services, increasing revenue through upgrades and add-on packages.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Monitored R&I to make sure rates and inventory were in order.
- Utilized M3 ( out daily report and invoice system) to make sure all reports and invoices were correctly input.
- The property has received many accolades several lighthouse awards, as well as a Connie during my time of employment.
Customer Service Representative/Service Technician
Sitel
10.2006 - 09.2015
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
High School Diploma -
Brilliant High School
Brilliant, AL05.1996
Skills
- Effective Multitasking
- Workflow Optimization
- Customer Service
- Customer Relations
- Scheduling and calendar management
- Operations Management
- Hospitality services
- Administrative Skills
- Team Management
- Decision-making capabilities
- Staff Management
- Reservations assistance
- Inventory Control
- Guest Relations
- Staff Training and Development
- Listening Skills
- Complaint Handling
- Payroll and budgeting
- Hotel information
- Team Leadership
- Computer Skills
- Interpersonal Relations
- Hiring and Training
- Brand Management
- Team Development
- Teamwork and Collaboration
Timeline
Front Office Manager
Lyons HR
11.2015 - Current
Customer Service Representative/Service Technician
Sitel
10.2006 - 09.2015
High School Diploma -
Brilliant High School
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